Firm analysis

The Co-operative Bank Plc complaint analysis

A public analysis page covering published Financial Ombudsman decisions involving The Co-operative Bank Plc, including outcome context, product mix, complaint themes, and representative cases.

Page summary

2,194 published decisions involving The Co-operative Bank Plc, with product mix, upheld-rate context, complaint themes, precedent signals, and representative cases.

Published decisions

2,194

Firm-specific decision volume in the public corpus

Upheld rate

24.5%

537 upheld decisions

Latest published decision 29 Sept 2025

Published decisions

2,194

Firm-specific decision volume in the public corpus

Upheld rate

24.5%

537 upheld decisions

Leading product

Banking and credit

857 decisions

Leading complaint theme

Delay In Claim Handling

239 tagged decisions

The Co-operative Bank Plc at a glance

The Co-operative Bank Plc appears in 2,194 published decisions in this corpus. 24.5% of those decisions were upheld, which gives a public view of how often complaints involving this firm ended in a fully upheld outcome in the final published set.

Banking and credit is the firm’s clearest product exposure in the published decisions, with 857 decisions and an upheld rate of 18.9%.

  • Latest active year in the published data: 2025 (88 decisions)
  • Most common complaint theme: Delay In Claim Handling
  • Most common precedent signal: Consumer Credit Act 1974

Volume and outcome trajectory

The Co-operative Bank Plc's decision trail runs from 2013 to 2025. That range gives enough public history to see whether complaint exposure has been broad-based or concentrated into certain years.

In the latest year represented here, The Co-operative Bank Plc appeared in 88 published decisions with an upheld rate of 30.7%.

  • 2025: 88 decisions, 30.7% upheld
  • 2024: 128 decisions, 32.8% upheld
  • 2023: 111 decisions, 32.4% upheld
  • 2022: 119 decisions, 26.9% upheld
  • 2021: 147 decisions, 19.7% upheld

Themes, products, and precedent signals

Delay In Claim Handling is the strongest complaint-theme signal tied to The Co-operative Bank Plc in the published decisions. In this corpus, those themes are the most stable public proxy for complaint “type”.

Consumer Credit Act 1974, Section 75 Cca, Disp, and others are the most visible precedent signals in the firm’s published decisions. That gives extra context on the rules and fairness arguments appearing most often around the firm.

  • Banking and credit: 857 decisions
  • Second complaint theme: Fraud Or Scam Concern
  • Second precedent signal: Section 75 Cca

Representative cases

Recent published decisions in this slice

5 examples shown

DRN-574840629 Sept 2025Not upheld

The Co-operative Bank Plc · Banking and Payments

DRN-5748406 The complaint Ms F complains that The Co-operative Bank Plc (‘Co-op’) delayed telling her that bills of exchange weren’t an acceptable form of payment for her credit card accounts and didn’t return these to her. She also complains that Co-op didn’t provide a detailed respons... (3 pages)

View source decision
DRN-575439726 Sept 2025Upheld

The Co-operative Bank Plc · Banking and Payments

DRN-5754397 The complaint Mr and Mrs G complain that The Co-operative Bank Plc (Co-op) stopped, cancelled, and failed to inform her of, a payment they requested, and how Co-op mishandled a joint bank account set up. I will solely refer to Mrs G for ease of reading. What happened In Apr... (3 pages)

View source decision
DRN-557750824 Sept 2025Upheld

The Co-operative Bank Plc · Mortgages

DRN-5577508 The complaint Mr and Mrs P complain that The Co-operative Bank Plc took too long to deal with an application for a new interest rate and to change the term of their mortgage. What happened Mr and Mrs P have a mortgage with The Co-op. In May 2024 they applied for a new intere... (3 pages)

View source decision
DRN-545687022 Sept 2025Not upheld

The Co-operative Bank Plc · Banking and Payments

DRN-5456870 The complaint Mr F is unhappy that The Co-operative Bank Plc (“The Co-op”), has decided not to refund him, after he says he was the victim of a scam. Mr F is bringing his complaint using a professional representative. I’ll refer to them as D. What happened Mr F has said th... (4 pages)

View source decision
DRN-556361622 Sept 2025Not upheld

The Co-operative Bank Plc · Banking and Payments

DRN-5563616 The complaint Mr G complains that The Co-operative Bank Plc (‘Co-op’) won’t reimburse funds he lost to an investment fraud. What happened As the circumstances of this complaint are well-known to both parties, I have summarised them briefly below. In or around February 2017, ... (3 pages)

View source decision